Client Support Analyst II

WHO YOU ARE: 

The Client Support Specialist (CSS) will provide oversight and advice to the Account Manager, Delivery Lead, Program Manager/PM, Operational Lead and Client Operations Analyst on production items from intake to resolution and development of new processes/support.  CSS’s will report and facilitate incident and change items directly to the External client; and provide assistance to our Internal teams in the mitigation and resolution of items.

Client Support Specialists are liaisons between Information Technology, Incident Management, Finance, Operations, Management, External clients etc. and are responsible for facilitating the flow of information between departments. 

WHAT YOU’LL DO: 

• Drive resolution of production related items by oversight across both Incident Management and Client Delivery Team with a sense of urgency.
• Completing research and providing analysis as needed to support Management in decision making
• Facilitating the development and execution of proposed business and technical solutions
• Assist in the research and investigation of escalated production items and engage teams for resolution
• Assist in identifying, developing and executing continuous improvement opportunities
• Facilitating business needs and priority identification
• Track production items through completion while providing regular updates to both internal and external customers
• Provide project management, as needed, of production items that are being remediated by the Client Delivery Team

WHAT YOU’LL NEED:  

• A bachelor’s degree in Computer Information Systems, Business Administration, or a related field; or a high school education and equivalent work experience in business analysis and application development
• Advanced knowledge of SQL, client/server, and network environments
• Advanced Microsoft PC software experience (i.e., Excel, Word)
• Excellent written, oral and interpersonal communication skills
• Advanced troubleshooting skills
• Ability to lead and mentor teammates to ensure constant improvement
• Advanced understanding of multiple software applications
• Customer service skills with strong relationship management skills with the ability to interact positively and successfully with all level of associates and managers to meet business needs
• 5+ years’ work experience or an education in systems or quantitative analysis and business solutions development required
• Established Annuity and Life Insurance industry-related knowledge
• 5+ years’ experience in Annuity, mutual funds, financial services, or life insurance work experience preferred

BONUS POINTS:  

• Experience in project management preferred

WHAT’S IN IT FOR YOU?  

Zinnia offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, profit sharing, 401(k), incentive/bonus opportunity, tuition reimbursement, and so much more. We’re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website.  We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

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